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Tue Sept 13 2016 14:22:01

eBay Offers Advice on Dealing with Fraudulent Returns

By: Ina Steiner

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eBay offered advice to a seller asking about fraudulent returns - incidents where a buyer either:

a) lies to get free return shipping by saying the item was defective when it was not, or,

b) returns a useless item instead of the product they received from the eBay seller.

The advice came during eBay's weekly chat session on Wednesday held on the eBay boards. Here's what the eBay moderator suggested:

"We know that faulty returns can be more difficult to deal with but there are complications on what our options are or could be. Without us being there at the time the item was shipped, delivered to your buyer, returned, and delivered back to you, we're unable to offer appeals for these situations. This is something to take into account when doing online ecommerce business, regardless of the venue. 
 
"One thing I've seen sellers do to help compensate for the possibilities of these returns, is to do a yearly look back to see how much in revenue was spent on situations like this. They then divide that amount amongst the number of transactions completed in that year and add that amount to newly listed items. That helps create a "cushion" of sorts that you can rely on when these things pop up."

eBay takes questions during the weekly sessions, though this week's chat is devoted exclusively to the topic of Promoted Listings - if that's something of interest, you can find more information on the Weekly Chat board.

In the meantime, what do you think of trying to add the expected cost of fraudulent returns to your selling prices?




Comments (36) | Permalink

Readers Comments

eBay Offers Advice on Dealing with Fraudulent Returns   eBay Offers Advice on Dealing with Fraudulent Returns

by: mcposty This user has validated their user name.

Tue Sep 13 15:33:22 2016

Nice advice...basically telling us to allow people to steal from us because ebay wont even look at evidence...they are biased arbitors and shoukd be pubished with fines and jail time.

Screw ebay

eBay Offers Advice on Dealing with Fraudulent Returns   eBay Offers Advice on Dealing with Fraudulent Returns

by: FeelingFroggy This user has validated their user name.

Tue Sep 13 15:46:05 2016

Or just treat it as the cost of doing business on Fleecebay.

If you list with your eyes wide open and know this can happen you will have already built the lost into the cost of doing business.

Of all of the sites to sell on Ebay is the most corrupt and will not stand behind anyone. If you believe otherwise....send me your username and I will prove to you otherwise.

eBay Offers Advice on Dealing with Fraudulent Returns   eBay Offers Advice on Dealing with Fraudulent Returns

This user has validated their user name. by: Rexford

Tue Sep 13 17:21:03 2016

"Without us being there at the time the item was shipped, delivered to your buyer, returned, and delivered back to you, we're unable to offer....blah, blah, blah."

In other words, "we aren't going to do a damn thing for you including listening or investigating.

I agree with mcposty--they are pretty much telling us how to cushion the blow against buyers that they know steal from us.

eBay Offers Advice on Dealing with Fraudulent Returns   eBay Offers Advice on Dealing with Fraudulent Returns

by: pace306 This user has validated their user name.

Tue Sep 13 17:24:47 2016

BS

eBay facilitates fraud because its monetarily in their best interest to do so. THAT in and of itself is a crime - fraud by deception. "Oh dont worry - theres "SELLER PROTECTION" ... no "fools" - there isnt.

eBay admits they arent there, nor do they know whats going on - so how can they mandate a policy (MBG) where theres NO CONTROL?

Answers like the one eBay gave you comes from MORONS like Griff and the blues whos job it is to "feed" eBay new sellers so they can be stolen from.

Like hogs to slaughter, sellers are dumped into the waiting pens - by listing items - AND WHAT EVER HAPPENS - eBay is NEVER responsible and the seller ALWAYS is.

eBay is not your friend, they arent you partner, they arent ANYTHING but an abusive platform designed to make "their buyers" happy - at YOUR expense.

Where else on the planet (and dont say Amazon because its NOT the same thing)(eBay isnt a seller, Amazon is) can a company get away with things like this.

Shame the NY & CA Attornies General would rather prosecute stupid things like Weiner & Abedin then important things like this (people getting ripped off).  

eBay Offers Advice on Dealing with Fraudulent Returns   eBay Offers Advice on Dealing with Fraudulent Returns

by: Volvo351 This user has validated their user name.

Tue Sep 13 20:25:01 2016

IOW, take the losses and SHOVE 'EM where the sun don't shine! Or, pad your prices so honest buyers have to carry the freeloaders on their backs. Yeah, inflate your prices...that'll lead to increased sales..NOT!

eBay Offers Advice on Dealing with Fraudulent Returns   eBay Offers Advice on Dealing with Fraudulent Returns

This user has validated their user name. by: Marie

Wed Sep 14 02:34:46 2016

Yet again they just throw this back in our laps to deal with.  I really do understand why they don't get involved in a he said / she said situation.  I can deal with that.  But when there is clear evidence and sometimes in the buyer's own words that prove otherwise, why won't Ebay get involved in cases like this?  

Ebay is suppose to be offering us a service for which we PAY for, yet the help is rare and customer service almost non existent when it comes to claims.

eBay Offers Advice on Dealing with Fraudulent Returns   eBay Offers Advice on Dealing with Fraudulent Returns

This user has validated their user name. by: bitbybit

Wed Sep 14 02:39:42 2016

This is a BS response from eBay. Ebay KNOWS who the bad buyers and sellers are but chooses to play the ''eBay is just a venue'' card. Retail stores both in-store and online are cracking down on bad buyers. Sellers with a good history of selling SHOULD have the support of the site they are trusting to do business with and paying. If eBay is forcing returns, holding sellers funds for refunds and making the seller fulling accountable for a bad buyer, then eBay IS involved and no longer ''just a venue''. Actually they are complicit in fraud and are aiding and abetting the law.

Ebay earned the reputation they have today by not treating their base fairly and with respect over the years especially the last 8-9 years. I wish a survey could be done with random people on the streets and asked ''What do they think of eBay?''  

eBay Offers Advice on Dealing with Fraudulent Returns   eBay Offers Advice on Dealing with Fraudulent Returns

This user has validated their user name. by: baconsdozen
Web Site

Wed Sep 14 05:05:52 2016

Ebay tries to control every aspect of its customers sales and business. Until things go wrong when it uses the old "we are only a venue" excuse. Sales are dropping as the scammers and con artists are getting away with their activities encouraged in a way by ebay who only act if their fee revenue is affected.Use other web sites save money and go direct to sellers.

eBay Offers Advice on Dealing with Fraudulent Returns   eBay Offers Advice on Dealing with Fraudulent Returns

This user has validated their user name. by: Rexford

Wed Sep 14 06:37:07 2016

baconsdoze says: "Ebay tries to control every aspect of its customers sales and business. Until things go wrong when it uses the old "we are only a venue" excuse."

That sums it up brilliantly.  

eBay Offers Advice on Dealing with Fraudulent Returns   eBay Offers Advice on Dealing with Fraudulent Returns

by: Shilpi Virtual Assistant This user has validated their user name.
Web Site

Wed Sep 14 06:54:19 2016

eBay has to take more steps to protect sellers from these scammers. Had an experience that a customer returned a scam that was not even sold by one of my client. Ridiculous buyers. Those scammers has to be removed from buying on ebay in future.

eBay Offers Advice on Dealing with Fraudulent Returns   eBay Offers Advice on Dealing with Fraudulent Returns

by: Moonwishes This user has validated their user name.
Web Site

Wed Sep 14 08:32:03 2016

That makes no sense at all. Padding prices just means the sellers are even in more fearce a competition price wise. No seller should be forced to take back stupid things like rocks, or give refunds without the return. Most sellers are trying to run a profitable business which means sending the proper thing to a person. I've had a customer complain that I sent her the wrong thing. She told me what I sent her and it was impossible for me to have done so. I never, ever had that particular item in inventory! Turns out she had bought it a B&M store that very day! She got it mixed up with the item I had sold her. But these people wanting returns for stupid things come at you with their dukes up from the get go. If I make a mistake I will fix it, but I'm not going to give a refund on something I never sent! I'll take the negative!

eBay Offers Advice on Dealing with Fraudulent Returns   eBay Offers Advice on Dealing with Fraudulent Returns

by: bpm This user has validated their user name.

Wed Sep 14 08:57:10 2016

Couldn't Ebay have replaced this advice with just a simple picture; perhaps a raised middle finger would be most appropriate?

eBay Offers Advice on Dealing with Fraudulent Returns   eBay Offers Advice on Dealing with Fraudulent Returns

by: pace306 This user has validated their user name.

Wed Sep 14 09:09:41 2016

Moon :) you are %100 correct!

eBay likes to think its the equivalent of a retail environment - but in NO store anywhere would they put up with and run a business like "the way eBay does".

Its beyond the pale that a company that does nothing (as part of the sale - they dont buy, ship or source products) can create a policy which promises something they have "nothing to do with".

Why are all sellers crooks? Is this politics where all Dems hate Repubs and vis versa? or is this an ecommerce site?

Why when a good seller with hundreds if not thousands of feedbacks has 1 or 2 issues are they not believed over a buyer with a 5 feedback?

Thew new CEO swears his goal is seller outreach - its just more eBay BS. The ONLY interest and thing he wants to reach out to ...is your wallet!

eBay Offers Advice on Dealing with Fraudulent Returns   eBay Offers Advice on Dealing with Fraudulent Returns

by: uppercutknives This user has validated their user name.

Wed Sep 14 09:28:42 2016

Ebay once again has figured out how to squeeze a buck from its sellers. Raise the prices so they get more commissions.
By raising prices we will get less sales than we already have which is minimal.
NO Ebay is failing its sellers grossly. And it shows as more professional sellers leave for other venues. 2017 should be a banner year for sellers who will abandon ebay for other greener pastures. Including myself.

eBay Offers Advice on Dealing with Fraudulent Returns   eBay Offers Advice on Dealing with Fraudulent Returns

This user has validated their user name. by: toolguy

Wed Sep 14 09:55:12 2016

I would say eBay needs to eat some of these expenses since we are partners in this so called eBay selling platform.

I refuse to take the loss alone!

eBay Offers Advice on Dealing with Fraudulent Returns   eBay Offers Advice on Dealing with Fraudulent Returns

by: Donkey This user has validated their user name.

Wed Sep 14 10:14:14 2016

Typical ebay attitude.
Ebay still gets the fees.
Make the sellers pay.

eBay Offers Advice on Dealing with Fraudulent Returns   eBay Offers Advice on Dealing with Fraudulent Returns

by: DVDsandMore This user has validated their user name.

Wed Sep 14 10:53:52 2016

Here's a crazy idea....let sellers leave accurate feedback for buyers.  Scam buyers would no longer have the shield of anonymity and sellers will be able to block the bad buyers, and eBay, should they desire, would be able to spot the bad buyers.  

When you steal from a store, you get your name in the paper.  When you steal from an eBay seller, you get free stuff.  

eBay Offers Advice on Dealing with Fraudulent Returns   eBay Offers Advice on Dealing with Fraudulent Returns

This user has validated their user name. by: FEEbay

Wed Sep 14 11:45:30 2016

I agree with all of the above posters on this, but unfortunately ''it is what it is.'' We aslo sell on Reverb.com, and they are basically an Ebay for just music gear... Guess what?? They actually have CSRs who speak English, are well trained, are in the US, and actually DO take a look at both sides of return cases! And guess what else?? They will side with the seller from time to time!! See Ebay?? IT CAN BE DONE!

eBay Offers Advice on Dealing with Fraudulent Returns   eBay Offers Advice on Dealing with Fraudulent Returns

This user has validated their user name. by: QueenMab

Wed Sep 14 11:59:16 2016

Greedbay is giving unscrupulous buyers carte blanche to rip off Sellers. Where on earth is Seller Protection? Shame on Greedbay!

eBay Offers Advice on Dealing with Fraudulent Returns   eBay Offers Advice on Dealing with Fraudulent Returns

This user has validated their user name. by: iheartjacksparrow

Wed Sep 14 13:37:11 2016

I agree with all of the above.

I guess eBay is using the rationale that because a portion of their buyers are "shoplifters," just like with a B&M their sellers need to raise their prices to cover the losses. But unlike a B&M, none of eBay's bad buyers are anonymous and the scammers could easily be identified and removed. It's a shame that eBay would prefer to be known as a scammers' paradise for the sake of a few dollars in fees.  

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